Q1 2017

Complaints reporting from the first quarter of 2017.

A quick summary

The number of complaints has increased by 22,205 from 117,272 in quarter 4 of 2016 to 139,477 in quarter 1 of 2017. This is 58 complaints lower than in the same quarter of 2016 when we received 139,526 complaints.

The percentage of complaints by the end of the next working day has increased since last quarter from 63.77% to 67.39%. We have also increase the percentage of complaints we resolve within 8 weeks against the last quarter from 90.75% to 92.07%. We're committed to do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue once and for all to prevent our customers having to complain about the same problem again.

Complaints reporting in January to March 2017

The number of complaints has increased by 22,205 from 117,272 in quarter 4 of 2016 to 139,477 in quarter 1 of 2017. This is 58 complaints lower than in the same quarter of 2016 when we received 139,526 complaints.

The percentage of complaints resolved by the end of the next working day has increased since last quarter from 63.77% to 67.39%. We have also increased the percentage of complaints we resolve within 8 weeks against the last quarter from 90.75% to 92.07%. We’re committed to do whatever we can to resolve complaints as quickly as possible, but we also make sure that we fully fix the issue once and for all to prevent our customers having to complain about the same problem again

We have a clear process for handling complaints. The first step is to contact us and let us know you’re dissatisfied. It’s important that you let us know about what’s gone wrong so we have a chance to fix it for you.

For more information on how we manage complaints and what you can expect from us when you have a complaint, read our complaints handling procedure.